Analysis of Poor Guest Satisfaction in The Imperial Hotel

This report analyzes the problem of poor guest satisfaction in The Imperial Hotel and discusses measures to improve customer satisfaction and management principles. It examines the reasons behind poor guest satisfaction, such as unskilled staff, check-in and checkout process, and improper housekeeping. The report also proposes a 3-point plan for customer satisfaction, including providing healthy and hygienic food, training and development for employees, and developing a good working culture. Additionally, it analyzes various operational theories and management principles that can be applied to improve customer satisfaction in the hospitality sector. The report concludes by emphasizing the importance of addressing the issue of poor guest satisfaction for the success of the hotel.

Report The Imperial Hotel

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analysis of the individual problem........................................................................................3
3 point plan for customer satisfaction....................................................................................4
Analyse the operational theory and management principle on firm.......................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The Imperial hotel is one of the largest hotels present in United Kingdom. It has 500
bedrooms in London which are maintained by huge number of staff member. Imperial hotel is
seen to have been involved in doing business from 100 years. There are a number of
opportunities within this hotel by which new employees can get jobs and do their work properly.
This hotel in amongst the top working hotel in last ages. But in recent time, it is known to have
issue of poor guest satisfaction. For solving this, hotel is taking regular feedbacks from
customers to evaluate what are the problems that customers are facing. Any organisation can
work only when customers are happy and they are satisfied (Chung, and D’Annunzio-Green,
2018). This helps The Imperial hotel in identifying the problem of poor guest satisfaction. In this
report this problem will be evaluated. Measures related to solution of firm will also be discussed,
that how can firm use management in solving this problem. Solution to this problem will also
help in management of other four problems.
MAIN BODY
Analysis of the individual problem
Imperial hotel is one of the oldest hotels in UK. The number of staff working in this hotel are
approximately 350 individuals. There are are possibilities of providing service to various people
as there are 500 bedrooms. There is capacity of providing accommodation service to these
people. There are are various problems which are related to poor guest satisfaction in this hotel
from recent time. Reason behind this that imperial hotel has employees who are not skilled
(D’Annunzio-Green, 2018). They are not provided proper trainings and sessions that can
develop their abilities and skills for performing well. This creates the problem of customer
satisfaction. This hotel takes feedback from customers which demonstrate that they are not given
proper services and the staff also do not know how to behave in front of customers. Other
problems that lead to poor customer satisfaction include check-in and checkout process,
untrained staff as well as improper housekeeping staff. This lead to improper functioning and
diminishing the productivity of hotel. For solving this problem hotel has to use management
theory and principal which will help in solving this issue and increasing the customer satisfaction
(Del Chiappa, Gallarza, and Dall'Aglio, 2018). This will lead to increase the satisfaction level
and productivity as well as profitability of hotel. When this problem is solved there are other

issues that can be prevented such as high staff turnover and managing employees. This hotel is
using hypothesis testing theory which will help in providing training and development of the
individual working in this hotel. The executives and managers working in this hotel are properly
instructed to provide their subordinates and workers to do their job role effectively There are
some of the reasons of poor employee satisfaction which are mentioned below –
Unprofessional organisational culture – staff working in imperial hotel is not professional
and there are few employees who are working since ages and they are not having
professionalism within them. This lead to providing of poor services to customers. Negative
organisational culture is is experienced in imperial hotel. This decreases the productivity of
people. When employees are given positive work culture, they can do effective work. On the
other hand, if there is negative culture at workplace, employees and staff members are not able to
work effectively.
Poor quality of employees and staff - it is seen that feedback which is taken from customers and
yes it is properly mentioned that staff is not providing proper services with an imperial hotel. The
main reason behind this is high employee turnover ratio (Filimonau, and Delysia, 2019). The
experience within staff may be is of many years but they are not killed according to the new
technologies used within the servicing of customers. also there are employees what is satisfied
from their work which led to the motivation among them. This leads to do not achieving the
organisational goals within specified time.
Housekeeping - this department is the Maine department which demonstrates the services
provided by any hotel. Within imperial hotel the staff involved in the housekeeping department
is not working effectively. They are not cleaning and dusting all the rooms as well as facilities
provided to the customers in proper manner. This lead to dissatisfied customers which directly
affected productivity of the company. There is need of using proper planning and effective plans
for solving these issues of the housekeeping department. The housekeeping department is the
most essential department and function of the company that is helpful for managing business
operations of the company.

3 point plan for customer satisfaction
Strategy Description Benefit
This is motivating a healthy
and good lifestyle
When food provided to
customers is healthy and
hygienic, they will appreciate
the food service provided to
them. This will help in gaining
their trust and loyalty back
(Martínez, and Nishiyama,
2019).
This will help management to
gain the interest of customers
back by providing them
effective food services. This
will help in managing the
business tasks and operations
effectively.
Provide training and
development to employee
Hospitality industry depends
upon the services it provides
to the customers. It is essential
that clients and customers
must be happy and satisfied by
the services provided by staff.
This is done by providing
effective services to the
customers.
Employees are the most
essential assets of imperial
hotel. They must be provided
effective trainings so that
they will develop skills and
abilities.
Developing good working
culture.
The culture determines work
environment which is
followed by organisation to
perform their work effectively.
It is followed by management
and employees of a respective
organisation.
On the other side, benefits to
follow and develop right
culture in organisation are
that all employees similar
work techniques and
methods.
Analyse the operational theory and management principle on firm
Customer satisfaction is the key for any company’s success and profit making. There are several
theories which are associated with a customer satisfaction and they are used for analysing the
wants and needs of customers (Martínez-Martínez, and et. al., 2019). This also helpful in

achieving the satisfaction level of customers and loyalty of them. Some of the theories that are
helpful for increasing the customer satisfaction in the imperial hotel are mentioned below
Assimilation theory- As per this theory the basics are dependent on Festinger dissonance
theory. this theory states that consumers generate a cognitive comparison that is in between the
expectations related to the product or service with its actual performance. This year is related to
the post review of the customer after using the product or service. This helps in evaluating and
analysing the satisfaction level of customers. Consumer as the individual whose main focus is on
to grab effective and efficient service or product from the company. in context of imperial hotel
this theory can be used for analysing the feedback given by the customers.
Contrast theory- According to this theory which was introduced by Hovland, Harvey and Sharif,
the main aspect is to magnify discrepancy which is related with the personal attitude. This theory
suggests and individuals on attitude and post usage evaluation process of the customer. Imperial
hotel management can use his theory for making the expectation level of service good in front of
customers (Wang, Hung, and Huang, 2019). In context of the hotel industry it is important to
generate good advertising of the services so that people are attracted for coming and visiting this
hotel.
Assimilation contrast theory- This theory was given by Anderson in 1973. This theory
States that there is a post exposure used by individuals when their purchasing any product or
service. Customers always require improvement in the service of product they are being offered.
The customers of imperial hotel were not happy and satisfied with the services they are given. It
is obvious that customers have the opportunity to you ask for good service and it is duty for the
management of the hotel to ensure that they are being provided with high quality service. It is
essential for the management of imperial hotel to provide good quality services to people and
take continuous feedback from them to evaluate the actual performance of this hotel.
Adaptation level theory - According to the adaptation level theory. There are various chances
with the management of hotel to generate good services that can help to provide better services.
This motivates the level of employees to work hard and achieve better results. Companies are
able to generate positive deviations by using various operations and developing desired and
better results.. The criticism of this theory defines those aspects such as instability of staff, low
morale of employees etc. which are impacting on overall productivity of the organisation.

It has been analysed from the above theories that customer satisfaction is an essential factor that
help an organisation to develop it’s image and loyalty among customers. The management of
Imperial hotel is involved in maximising profits and money earned by the hotel. This can only be
done by enhancing customer satisfaction and also employee turnover. Also, positive work culture
is provided to people while working. This helps a lot in motivating them to work hard and
achieve their goals. Providing an effective customer service will help in increasing the customer
satisfaction level and making them feel safe within the hotel premises. The main problem faced
by imperial hotel customers is that they are not experiencing good service from the staff
members. The major problem is with the housekeeping department. This is managed by
providing training and development sessions to staff for developing their skills and abilities to
work hard and effectively (Wang, Hung, and Huang, 2019). This will help in attaining
organisational goals in specified timeframe.
CONCLUSION
From the above mentioned report it is analysed that any organisation like imperial hotel
can suffer from problem like poor guest satisfaction. Solving this issue is the key for success of
the company. It is important for the company to make sure that they are providing good services
to people for making them like the hotel. In this way, they can make more money. It is very
essential for the company to handle all issues effectively. This helps in developing trust and
loyalty among employees and customers in proper manner. Employees and staff are provided
proper training and development sessions for making all work look good and providing proper
services to customers. The working of housekeeping department is also improved so that they
can provide good services to customers. In a hotel industry, it is very important for the
organisation to provide effective services so that clients and customers are happy and satisfied.
Training provided to clients will help in managing all activities properly and attaining
organisational goals in less time.

REFERENCES
Books and Journals
Chung, K.L. and D’Annunzio-Green, N., 2018. Talent management practices in small-and
medium-sized enterprises in the hospitality sector. Worldwide Hospitality and Tourism
Themes.
D’Annunzio-Green, N., 2018. Conclusion: is talent management a strategic priority in the
hospitality sector?. Worldwide Hospitality and Tourism Themes.
Del Chiappa, G., Gallarza, M.G. and Dall'Aglio, S., 2018. A relativistic value-based approach to
interpreting e-rating and e-complaining behaviour in the hospitality sector. European
Journal of Tourism Research, 18, pp.13-32.
Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A
critical review. Tourism management, 71, pp.234-245.
Martínez, P. and Nishiyama, N., 2019. Enhancing customer-based brand equity through CSR in
the hospitality sector. International Journal of Hospitality & Tourism
Administration, 20(3), pp.329-353.
Martínez-Martínez, A and et. al., 2019. Knowledge agents as drivers of environmental
sustainability and business performance in the hospitality sector. Tourism
Management, 70, pp.381-389.
Wang, S., Hung, K. and Huang, W.J., 2019. Motivations for entrepreneurship in the tourism and
hospitality sector: A social cognitive theory perspective. International Journal of
Hospitality Management, 78, pp.78-88.